FAQ's

How can I contact Kakimate?

During public service hours: Monday to Thursday from 9 a.m. to 6 p.m. and Friday from 8 a.m. to 2 p.m.

Contact by email: info@kakimate.com

By phone: +34 673 59 73 88

How do I register?

Fill in the details of the registration form by clicking here.

How do I retrieve my password?

If you have forgotten your password, you can recover it through the "Login" section or by clicking here.

How can I check that my order has been registered correctly?

Once you have completed your order, you will receive a confirmation email. If you do not receive the email, please contact our customer service department. You can also check it by entering your account and there you will see all your recent orders and their status.

How long will it take for my order to arrive?

Usually we ship orders in stock within 2 to 5 business days, depending on the delivery address. If you place your order before 2:00 p.m. we will send it the next day, otherwise it will be sent on the second business day.

If you want to change or cancel an item once you have placed your order, you can request it by email within 20 minutes.

Also, if you wish to cancel the order, you can request it by email within 20 minutes of placing it.

Once the order is placed, we cannot modify the shipping / billing address or other information.

Only in exceptional cases can you request it by email as soon as possible.

During special promotions like Flash Sale, Sales, Mid Season, etc. We may take more hours to respond to all incoming emails and phone calls. We greatly appreciate your patience and ask that you just send an email.

The processing of the order is the same but there may also be delays. If there is a problem with your order (stock problems, cancellation, etc.) we will contact you as soon as possible.

How much will I pay for shipping?

Spain: € 6 with UPS Standard.

  • Rest of Europe: € 18.15 with UPS Standard
  • Another € 40.

Free shipping for orders over € 80 throughout the peninsula.

For more information consult our shipping conditions

What forms of payment can I use to make my purchase?

Payment can be made by credit or debit card (Visa, MasterCard, American Express, Diners, JCB), Shopify payments.

Is it safe to use my credit card on the website?

Yes, the data is transmitted using SSL encryption. Payments with Visa and MasterCard are only accepted with the use of the Secure Electronic Transaction (SET) protocols.

Why was my credit card declined?

Your card may have been declined for one of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • The card limit may have been reached. Check with your bank that your card has not exceeded the established purchase limit.
  • The data may have been entered incorrectly. Check that you have correctly filled in all the necessary fields.

Can I track my order?

Login to your account and go to my orders, then find the order you want to track, there you will find the link for the tracking of the courier. If the service is not available, please contact our customer service at info@kakimate.com.

What should I do if I receive a defective item?

Contact our customer service at info@kakimate.com.

What should I do if I receive the wrong item?

How do I return an item?

Contact our customer service at info@kakimate.com.

What is the deadline for returns?

Items must be returned within 15 calendar days from the delivery date.

Can I change my items?

To be able to exchange an item, you must first request a return, and then, as long as we receive it in the same conditions as when we sent it, the refund can be processed and you can make your new purchase.

You will receive the refund within 30 calendar days following receipt of the product.

How I can cancel my order?

Contact our customer service as soon as possible at info@kakimate.com or at +34 673 59 73 88

Monday to Thursday from 9 a.m. to 6 p.m. and Friday from 8 a.m. to 2 p.m.

How can I know what the measurements of the products are?

On each product page you will find the size guide with all the information on each item.

How can I use a promotional code?

If you have a promotional code, you can enter it during the purchase process before validating your order. You can apply it on the cart page or on the checkout page. Once you have added the code, click "Submit" and the promotion will be applied to your total purchase.

Can I buy an item in one country and send it to another?

Yes, the country of destination may differ from the country of purchase. The shipping and billing address will be different on the invoice. You can send the order to any address of your choice, with the exception of PO boxes.

Where are the products made?

Our production is carried out mainly in Barcelona-Spain.

What should I do if my order is being held by customs?

In this case, you must contact the courier. Please note that you may have to pay additional fees or duties for the package to be delivered. They may also ask for other personal information that you can only provide.